Hi @AwanishK
Your instinct that this is not a view issue is correct. What you are describing (Details, Service Level Management, Remote Tasks, Tasks, Interactions collapsing into a single "Related Lists" flyout on the far right) is a change in how the Case record page is composed inside the CSM Configurable Workspace, not a form view problem. That page is built in UI Builder, and on an upgrade it is common for the related list tabs to stop being pulled in individually and instead fall back to the generic consolidated "Related Lists" panel.
Here is where to look, in order:
- Workspace View Rules first. Go to Workspace Experience > Forms > Workspace View Rules (table sysrule_view_workspace) and find the rule that applies to the Case table for the workspace view your CSM Configurable Workspace uses. Open the Form Tabs section and check the Default Tab Order. If SLA, Related Tasks, and Interactions are missing from that list, that is why they no longer render as separate tabs. Some upgrades ship a new out-of-box view rule or reset ordering on existing ones, so it is worth comparing this against what you had pre-upgrade if you have an update set or a sub-prod instance to diff against.
- Then check the record page in UI Builder. Open UI Builder, select the CSM Configurable Workspace experience, and open the Record page used for cases. Related lists there are rendered by a component (Record Page Tabs / Related Records, depending on your version) that reads its list of tabs from the underlying view, but the way those individual entries surface as their own tabs versus a single "Related Lists" button is controlled by the list configuration on that component, not by anything in Studio or the classic form designer. If the component is currently only wired to one generic "Related Lists" entry instead of one entry per related list, you will get exactly the single flyout button you are seeing. Vikram Karety here, walk through the "list config" panel on that component and add each related list back as its own entry. ServiceNow's own community writeup on this, Configuring Lists in Configurable Workspace, covers this exact panel and is worth reading end to end before you change anything, since it is easy to fix one list and accidentally hide another.
- Confirm you are editing the right page variant. Upgrades sometimes introduce a new default page or view variant for CSM Configurable Workspace. If your org had a customized record page before the upgrade, check whether the instance is now serving a different (newer) variant by default, and whether your customization needs to be reapplied on that variant rather than the old one. In UI Builder this shows up as multiple entries for the same route, so confirm which one is actually active before spending time editing it.
- There is a community thread that covers this same "single button instead of separate tabs" scenario for CSM/FSM Configurable Workspace, including a UI Builder walkthrough (open the workspace in UI Builder, go to the Record page, find the sidebar content component, use Edit content to add items back one at a time). It is worth reading as a second reference alongside the article above: CSM/FSM configurable workspace related lists.
You do not need to be fluent in UI Builder to fix this, you mainly need patience the first time through, since the terminology (list config, related records, view rules) does not map cleanly to anything in classic form design. Start with the Workspace View Rules check since it takes two minutes and rules out the simplest cause before you touch UI Builder at all.
Thank you,
Vikram Karety
Octigo Solutions INC
